Protectly FAQ

A Shopify app that lets you sell order protection under your own brand. You set the fee, the coverage, and the claim rules; Protectly supplies the widget, the policy documents, the claims portal, and the reporting. Every shopper-facing surface carries your name, not ours.

Lost, stolen, and damaged deliveries land on your support team either way. Protection turns that cost center into a revenue line: shoppers who opt in fund the replacements, and the ones who don’t still get a policy you defined in advance instead of a case-by-case judgment call.

Revenue-share providers keep a percentage of every protection fee, typically 70 to 85 percent. Protectly charges a flat monthly fee. You keep 100% of every fee your customers pay.

You do, from the protection revenue you collected. That is the trade: because Protectly takes no cut of the fees, the claims are yours to fund and yours to decide. You control the exposure through the coverage limit, claim window, and covered scenarios you set.

No. Protectly is the platform. You set your own policy and fee. Your existing logistics setup is untouched.

No. Month-to-month, cancel anytime. We earn your business each month or we don’t.

Never on customer-facing surfaces. The widget, checkout, emails, and claims portal carry your brand only.

About five minutes. Install from the Shopify App Store, choose where protection appears, set your fee and coverage, and publish. No theme code to write and no developer required.

Both, and you decide. The cart widget runs on any Shopify plan. The checkout widget uses Checkout Extensibility, which is Shopify Plus. Plenty of brands start cart-only and add checkout later.

All of it. Colors, icon, headline and body copy, placement, and whether protection is pre-selected or a plain opt-in. The widget can also inherit your storefront theme’s colors and font instead of using a fixed palette.

Protectly drafts them from your configuration. Pick your covered scenarios, coverage limit, and claim window, and your terms of service, a customer-facing FAQ, and internal SOPs generate as you go. All of it is yours to edit before you publish.

On your domain, styled as part of your storefront. Most brands link it from the footer, the help or returns page, and the shipping confirmation email, so a shopper with a problem finds it before they find your support inbox.

They land in your branded claims portal. Your team reviews and resolves. Protectly handles the infrastructure; the customer relationship stays with you.

Lost, stolen, damaged, delayed, and wrong-item deliveries. Each one is a switch. Turn on the scenarios you’re willing to stand behind and leave the rest off. Your policy documents update to match whatever you pick.

Yes. Both are yours: a per-order coverage cap, and a claim window anywhere from 7 to 90 days after delivery. They’re the main levers on how much exposure you take on.

That’s your call, not ours. Coverage follows the policy you write, so if cross-border shipments carry risk you’d rather not underwrite, exclude them in your terms and your documents will say so.

Through a branded portal in your colors on your domain: find the order, pick the issue, upload photos, choose a resolution. They never leave your brand, and Protectly is never named.

You choose the outcome: send a replacement, issue a refund, or offer store credit. A resolved claim can put the customer back in your funnel instead of ending in a chargeback.

As fast as your team works them. There’s no third-party adjuster in the loop and no queue outside your control, so a same-day resolution is entirely possible when you want one.

Your team makes every call. The shopper claim portal and the merchant claims management app are included on Growth and above; Scale adds AI-assisted resolution for teams running high claim volume.

Your policy, mostly. The claim window, per-order coverage cap, and covered-scenario list bound what can be claimed, and every claim arrives with its order history attached so repeat filers are visible rather than buried in an inbox.

Sliding-scale by monthly order volume. You pick your plan and the order volume you expect, and that sets your flat monthly price.

That’s yours to set: a flat fee per order, a percentage of cart value, or a hybrid that switches between the two above a cart threshold you choose. You also set the coverage limit and claim window. Protectly takes none of it.

Nothing breaks. Orders beyond your band are metered at $0.03 each on Starter and Growth ($0.02 on Scale) and appear as a capped usage line on your monthly invoice. If you’re regularly over, moving up a band costs less than the overage.

Yes. Upgrade or downgrade at any time from your Shopify admin. No renegotiation, no penalty, and no call with a rep.

Through Shopify, on your regular Shopify invoice, monthly. There’s no annual option by design: every plan meters overage, and Shopify doesn’t allow usage billing on annual subscriptions.

Starter and Growth both start with a 14-day free trial. Scale is waitlist-only right now, so there’s nothing to start on it yet.

No. The flat monthly fee is the whole cost of the platform. Claims are resolved against your own policy, so what you spend on a claim is your decision, not a line item from us.

Run it. The calculator on the pricing page takes your order count, opt-in rate, and protection fee and shows what you keep under a flat fee versus a typical 70% to 85% revenue share.